Preparing For The Times Things Go South

Customers are having an experience with your offering, whether you want them to or not.

Events that usually make you wish you could erase Customers’ experiences include: staff not arriving for work, stock not arriving, previous shifts not completing their work or worse still not prepping for the next day, systems being down, equipment not working, thirdparties reneging on promises or delivery schedules, Customers arriving to empty promises … the list goes on and on. Read more

Customer Experience Matters

Customer Experience Matters! Let me say it louder… EVERY SINGLE CUSTOMER’S EXPERIENCE MATTERS! If a Customer feels good when they have done business with you, they’ll return. If they don’t, they won’t. It’s as simple as this… or is it?

The neighbourhood I live in has over the recent years undergone quite a transformation. Where once it was dangerous and unsafe, now, with the necessary caution, one can even walk around in the evening.  Over time we have noticed quite a few restaurants opening… and sadly, closing after a few ‘empty chair’ months. Read more

Maximizing your Customers’ Experiences

I have a tale to tell about an experience that gave my confidence in people’s goodness and honesty a booster shot on the one hand, but on the other highlights a huge missed opportunity from a brand perspective… A great learning opportunity as situations like these could present themselves in my and your own business!

I flew back to Cape Town, the most beautiful of Mother Cities, last night and on disembarking was preoccupied with thoughts of having to catch a reliable taxi to my car, which was parked elsewhere in the vicinity of the airport. This exercise went off without a hitch and I was happily setting off in my own car when my cell phone rang. Read more